We know that American is greatly lagging Delta and United when it comes to financial performance, and executives at the airline finally realize that the airline needs to become more premium in order to succeed. So American has made an impressive number of positive changes in recent times, which the airline should be commended for.
What I find sad is the extent to which the airline fails at the basics, and seemingly doesn’t have a plan for addressing that. This seems like it should be the easiest thing to fix, yet the airline can’t seem to actually make any headwind there…
In this post:
I’m on a no “hello” streak on American Airlines
It doesn’t really matter where in the world you travel, it’s pretty standard for the flight attendant at the entry door of an aircraft to proactively greet passengers as they board a plane. Like, that’s true on Delta, EasyJet, Emirates, Singapore Airlines, etc. It’s just the industry standard.
Yet I increasingly find that when I fly American, the flight attendant doesn’t even look up during boarding to acknowledge passengers. I understand flight attendants are sometimes busy during boarding, and I’m understanding if the catering truck is pulled up to the forward right door, or something. But even when nothing special is going on, I find I’m having the same experience way more often than I should.
For example, take the flight I’m on this morning. Despite the flight having dozens of empty seats and boarding starting on-time, the flight attendant at the door didn’t proactively greet a single passenger. She didn’t even look up.
Go figure that once 90% of passengers were onboard, she still spent 10 minutes in the forward galley chatting with a colleague, before passing through the cabin with cups of water.
I wouldn’t think much of this in isolation, except on my last flight on American, I had exactly the same thing happen — the flight attendant at the boarding door just didn’t bother greeting passengers. The only thing I heard is her colleague loudly telling her how he’s “an Airbus queen,” and how he “hates the Boeing 737.” Nice.
Oh, and my flight before that on American? The same thing. Three flights in a row where the flight attendant at the door just didn’t greet passengers.
To be clear, even when they don’t say hi to me, I still say hi to them, and then they’ll respond. But then I also watch how they interact with others, and it’s the same thing — greetings seemingly aren’t included with the fare, and are only offered if they’re “forced” into it.
Here’s the irony, though. In all three cases, the flight attendants were actually pretty decent after takeoff. So it makes you wonder where this falls on the scale of not knowing how to provide good service vs. not caring to provide good service.
Why am I making a big deal out of a simple greeting?
My goal here isn’t to blast a few individual flight attendants, but instead, to point out how broken American’s culture is, under the current leadership. Employees just obviously aren’t aligned with the larger goals of the company, both due to a lack of vision and clear communication from leadership, and also a lack of incentive to care (American’s profit sharing is abysmal, because there are barely any profits to share).
Some people might be saying “well who cares about a greeting?” I think in just about any customer facing setting, first impressions matter a lot. When you fly an airline, you don’t actually interact with that many different employees, especially with the number of self-service options nowadays.
For many passengers, their first interaction will be with the gate agent, and then the flight attendant. I don’t know about you, but I set my expectations for a flight within seconds of boarding, based on the first impression the crew makes.
Sometimes you’ll just have the loveliest flight attendants at the door (including many at American), who warmly greet each passenger with a big smile, compliment passengers, interact with kids, etc. Not only is it really professional, but it can’t help but just make you feel really welcome.
Airlines are obsessed with improving their net promoter scores, and to me, this is the most basic thing they can do to improve customer perception of an experience.
To give another example, I don’t know about you, but within five minutes of arriving at a hotel, I’ve already subconsciously decided how I think the experience is going to be. First impressions really set the tone for things.
And along those lines, let me pay Delta a compliment. If you ask me, the single thing that Delta does best is consistently having employees make customers feel like they matter, especially premium customers. From check-in, to entering the lounge, to boarding, to flight attendant greetings, employees show a fairly consistent level of gratitude toward customers, and it makes a difference. You really feel like the people who you’re interacting with don’t feel inconvenienced to have showed up to work.
Bottom line
While it’s minor in isolation, I’ve now been on three American flights in a row where the flight attendant at the forward door didn’t bother to greet passengers. I just don’t get it, because this seems like such a basic role for a flight attendant.
I can see this happening once in a while, but at American, it seems to be 50/50 nowadays as to whether the flight attendants bother to look up during boarding to greet passengers.
I’m delighted to see American trying to improve its product and become more premium, but the most basic part of that has to include a focus on the culture and service. We’ve (sort of) seen American executives lay out their vision for investing in the experience, but I haven’t seen any detailed acknowledgement of the company’s culture problems.
This just seems like such an obvious thing that crews need to get right. If you’re greeted by a super friendly flight attendant at the door, you can’t help but have a positive impression, and view other aspects of the flight more positively. Meanwhile if you’re not even acknowledged, the opposite is true.
American airlines should grow a backbone and clean house. There are a LOT of employees who need to go. Not only does this have a negative impact on passenger experience but also the experience of working for the company. So many people who are currently employed are MISERABLE. Weed them out. Anyone who wants to say it’s because of pay and blah blah blah that is 100% on the employee for not doing their due...
American airlines should grow a backbone and clean house. There are a LOT of employees who need to go. Not only does this have a negative impact on passenger experience but also the experience of working for the company. So many people who are currently employed are MISERABLE. Weed them out. Anyone who wants to say it’s because of pay and blah blah blah that is 100% on the employee for not doing their due diligence before applying for a career that requires commitment patience and empathy.
I am a Flight Attendant and I couldn’t agree more! I love serving and politely making others feel welcome is BASIC and I set that tone on all my flights! We should never be socializing in the galley loud enough that our arrogance is shown. Be humble servant leaders! I. Additional to feeling welcomed for me I am connecting with peoples celebrations, anniversaries and yes often going to something sad or treatment for an illness….the...
I am a Flight Attendant and I couldn’t agree more! I love serving and politely making others feel welcome is BASIC and I set that tone on all my flights! We should never be socializing in the galley loud enough that our arrogance is shown. Be humble servant leaders! I. Additional to feeling welcomed for me I am connecting with peoples celebrations, anniversaries and yes often going to something sad or treatment for an illness….the list goes on! Those connections honestly for me help create a calm atmosphere and an uneventful one. Making connections creates safety it’s basic if I know you or just complimented you, someone is unlikely to act up. In addition, I tell all my crews it takes often months and years to prepare for that day if you are not a frequent flyer, so I intent to give you the best day ever! 19 years later, I’m the same every day! Stop bragging about being a FA, walk down that terminal showing a smile and presenting ourselves proudly and with grace! Sorry, on behalf of all of us for your experience, I hope to fly with you and to show you how I appreciate my job! It’s because of you!
This situation is simply a symptom of the current state of the mentality of the U.S. population. Once renowned for being a most polite society, “Yes Sir”, “No Mam”, “After you Mam”. Now, mostly due to being a film, TV and with the appalling influencers social media lead society, the whole country is falling into disrepute.
Those of us who are old enough to remember (and still have the mental capacity to do so)...
This situation is simply a symptom of the current state of the mentality of the U.S. population. Once renowned for being a most polite society, “Yes Sir”, “No Mam”, “After you Mam”. Now, mostly due to being a film, TV and with the appalling influencers social media lead society, the whole country is falling into disrepute.
Those of us who are old enough to remember (and still have the mental capacity to do so) can attest to the fact that American society was once great. Not anymore! The country has become one which is spoiled by some rude, crude and quite revolting individuals.
Now, I am not for one moment suggesting that the subject FA’s fall into the aforementioned stereotype, however, from experience the standards of American public behaviour has deteriorated. Some of which has undoubtedly filtered through to the FA’s on the door, etc.
One has to ask …. do rude passengers, couldn’t care less FA’s make?
No surprise: ... typical, global known superficial US way of doing things!
AA is no exception in that.
Recently flew 4 AA sequences HNL-DFW-ORD-CLT-MUC, different Service Classes, NOT once was there any eye contact (even if i greeted first, at least on HNL-DFW) but what they are good at, in giving ORDERS, instead of informing politely to move hand luggage from Exit row, jacket not allowed on lap at take-off Exit row, Business...
No surprise: ... typical, global known superficial US way of doing things!
AA is no exception in that.
Recently flew 4 AA sequences HNL-DFW-ORD-CLT-MUC, different Service Classes, NOT once was there any eye contact (even if i greeted first, at least on HNL-DFW) but what they are good at, in giving ORDERS, instead of informing politely to move hand luggage from Exit row, jacket not allowed on lap at take-off Exit row, Business Class Glass had to be removed due to turbulences across the pond, and most wanted commend "SEAT BELTS" . . . yeah, what about seat belts, do you want them, are you going to hit me with seat belts, are you asking me if i have them on my seat (which the cabin crew should check before the flight or any passengers on the plane) . . . so what command is, "SEAT BELT", when it should be possible for grown up people, to speak in full sentences "please fast your seat belts"! . . . fascinating, US (all airlines) are short on building a decent sentence, but when they chat in the Galley, no matter when or what day-/nighttime, . . . they speak like adults and know how to form a full sentence and could talk NONSTOP! . . . so maybe they are just too annoyed to have paying passengers on bord?
Not only typical US superficial, but also annoyed?! . . . WHY on heaven's earth should anybody spend the sour earned money spent at such a company? . . . Miles, Status . . . yeah, but then BIG in complaining, . . . the passenger often has a choice . . . so why not cut ties completely or at least write a complaint on NON EXISTING hospitality, if you give an airline your business!
They tell you too, what to do, right?
"Seat Belts", boradingpass, any bags to check, you have to remain seated, . . . . so why think of ANY airline Crew as a Saint? . . . They're here to do a job and have a manual that tells them exactly what customer service means, if needed giving orders, but DON'T forget the hospitality aspect too!
US airlines especially!
This situation is simply a symptom of the current state of the mentality of the U.S. population. Once renowned for being a most polite society, “Yes Sir”, “No Mam”, “After you Mam”. Now, mostly due to being a film, TV and with the appalling influencers social media lead society, the whole country is falling into disrepute.
Those of us who are old enough to remember (and still have the mental capacity to do so) can...
This situation is simply a symptom of the current state of the mentality of the U.S. population. Once renowned for being a most polite society, “Yes Sir”, “No Mam”, “After you Mam”. Now, mostly due to being a film, TV and with the appalling influencers social media lead society, the whole country is falling into disrepute.
Those of us who are old enough to remember (and still have the mental capacity to do so) can attest to the fact that American society was once great. Not anymore! The country has become one which is spoiled by some rude, crude and quite revolting individuals.
Now, I am not for one moment suggesting that the subject FA’s fall into the aforementioned stereotype, however, from experience the standards of American public behaviour has deteriorated. Some of which has undoubtedly filtered through to the FA’s on the door, etc.
One has to ask …. do rude passengers, couldn’t care less FA’s make?
Maybe it’s a MIA thing or you board with RBF an seem unapproachable.
Let's talk about American's corporate culture for a minute. First, and most importantly, American Airlines corporate isn't really American Airlines. it's US Airways. But not really. It's America West. And if you go back far enough you have flight attendants left over from Piedmont (some of the nicer ones) and PSA. Other than Reno Air who else did i leave out? Bottom line is I think some of these folks have been through at least...
Let's talk about American's corporate culture for a minute. First, and most importantly, American Airlines corporate isn't really American Airlines. it's US Airways. But not really. It's America West. And if you go back far enough you have flight attendants left over from Piedmont (some of the nicer ones) and PSA. Other than Reno Air who else did i leave out? Bottom line is I think some of these folks have been through at least one too many merger or reverse takeover and many of them need to retire last year but because of the horrible contracts they've been forced into they can't afford to. Sad, but also sadly true in many cases.
It is a choice. For them, unfortunately, we notice. So on every flight with the announcement "we know you have a choice in carriers...". those AA f/as make the.choice easier.
I have had mid-to-top level status with AA, UA, DL & VS. DL & VS over the years. FAs & pilots regularly passed out handwritten note cards at DL (even when I was Gold) and VS (as a top tier Gold), less so with UA (as a 1K) and never with AA. VS captains or the purser are almost 100% at coming to me and thanking me for my business. Or when UA came to...
I have had mid-to-top level status with AA, UA, DL & VS. DL & VS over the years. FAs & pilots regularly passed out handwritten note cards at DL (even when I was Gold) and VS (as a top tier Gold), less so with UA (as a 1K) and never with AA. VS captains or the purser are almost 100% at coming to me and thanking me for my business. Or when UA came to me and said I would be the first one in the cabin to state my meal choice as a 1K. These small things make such a big difference when choosing which airline to be loyal to. And I don't think it's an extra cost for airlines. My family sees the unpublished recognition and benefits and never questions my odd routing choices or paying extra.
This happens all the time to me on AA flights. The flight attendants don't even pretend to care. Customers are an annoyance to them. But, to be fair, they do absolutely excel in one area: gossiping like middle school girls and constantly being on their phones.
I think it is a matter of caring because if they do a good job while in the air then they could do the same while on the ground. I agree while many passengers will not reply to the greetings the flight staff should still do it. In such a service industry first impressions do matter.
My mother always told me to say hello and acknowledge people. When I told her many don't respond, she told me that's their problem, not mine.
I have lived by my mother's advice.
I’m not sure. On a wide body, we have to direct passengers so it’s necessary to say hi and ask for a seat number. On narrow body, I’ve not witnessed what you’re stating and I fly up front so…????
Are you asking all the crew to greet you?
I try to always greet the attendant at the entry door. It almost always prompts a positive response. They have a tough job, but so do most of us. I cannot imagine having a tough job that I hated and openly complained about in front of my customers. I doubt I would have lasted long. But here in the US, it is commonplace. Asia is the mirror image, much of Europe is significantly better that...
I try to always greet the attendant at the entry door. It almost always prompts a positive response. They have a tough job, but so do most of us. I cannot imagine having a tough job that I hated and openly complained about in front of my customers. I doubt I would have lasted long. But here in the US, it is commonplace. Asia is the mirror image, much of Europe is significantly better that the US. So the answer is fly Non-US airlines where possible, grin and bear it when you must. Many of these FA’s are earning well over 100k a year, earning a boatload of hotel points and have a pretty light schedule, 80-100 hrs a month. Albeit another 20-30 in prep time and a fair amount away from home. But that was all in the employment brochure. Yet we have what we have.
Wife and I are flight attendants for Widget…in winter months we have my IPad on the galley counter glowing with a fireplace app…crackling sound and all. Pax love it. Now let’s talk about the pax that do the “turn and talk” thing. While boarding they purposefully turn their back to us and talk to their travel partner behind them don’t want to say “hi” …it’s a real thing. Goes both ways?
It's true, some people are just assholes. The difference is that you're in company uniform and being paid to be there. I'm sure most pax greet you and appreciate the thought you put into your job. I certainly would.
@PeteAU - Very well put. And in addition to the assholes, there are also passengers who are desperately shy so really don't want any interaction. FAs like that - have not chosen the right job.
This situation is similar to British Airways in 2000. BA’s cabin crew provided notoriously poor inflight service largely because of their disaffection with the then CEO, Bob Ayling. Under the previous CEO, Sir Colin Marshall, customer service was superbly good but deteriorated under Bob Ayling. He had such a poor relationship with the cabin crew that he allegedly would not consume any food or drink on board. American’s CEO would appear to have a similar...
This situation is similar to British Airways in 2000. BA’s cabin crew provided notoriously poor inflight service largely because of their disaffection with the then CEO, Bob Ayling. Under the previous CEO, Sir Colin Marshall, customer service was superbly good but deteriorated under Bob Ayling. He had such a poor relationship with the cabin crew that he allegedly would not consume any food or drink on board. American’s CEO would appear to have a similar relationship.
I read an article about the flight attendant greeting people at the door thing, and it's not just to make people feel welcome. They're assessing passengers - who is drunk, who is agitated, who might be a problem passenger that they need to keep an eye on. It makes me feel a bit safer in the skies knowing there's at least a chance if there's a problem passenger on the plane, they might have a...
I read an article about the flight attendant greeting people at the door thing, and it's not just to make people feel welcome. They're assessing passengers - who is drunk, who is agitated, who might be a problem passenger that they need to keep an eye on. It makes me feel a bit safer in the skies knowing there's at least a chance if there's a problem passenger on the plane, they might have a chance of addressing it before takeoff. I fly mostly Southwest and they are very consistent with this.
I thought it was just me but I’ve becomed use to seeing American Airlines employees leave looking at their phones instead of the passengers coming on board. The lack of attention is disturbing because one of the duties of flight attendants is safety. They should be evaluating risk levels for passengers boarding. This is one of the many reasons I will choose American lat whenever possible.
They say hello when I board the aircraft. I look each one (that isn’t hiding in the rear galley) in the eye and ensure I greet them and they greet me back. Should be the other way around but it addresses a couple of subtle things. F, J or Y.
I’m a loyal American flyer, but I struggle with that at times. I was once First Class from Orlando to Miami, and they never bothered to do a single drink service. They are supposed to do one before takeoff, but this one, I guess they didn’t feel like it. I’ve had plenty of good experiences, but this one still sticks with me. Like, if you aren’t willing to do the bear minimum for the increased cost, why should anyone pay it not knowing if you will their next flight?
A crisp "Welcome aboard" worked wonders for me and made the impending discomfort of seat 33D just vanish away...
I am a flight attendant and I can't tell you how many times I get ignored at the boarding door when I do say hello.
Your job is to greet customers. The nice ones will greet you back, but not all customers are nice.
So the solution is to not say hello to the passengers?
How many passengers do say hello back to you?
Do you know how exhausting it is to say hello to hundreds of people a day and get ignored by the majority? It is soul sucking and doesn’t make me want to continue to say hello. It’s rude. :) hope that helps!!
If pax don't return your greetings, they're ill-mannered.
When you stop giving greetings, you're ill-mannered AND unprofessional.
Yeah I get this though I'm loyal to American on the account that it's easier to earn loyalty points rather than PQD, PQM, EQM, EQD, etc. First class lounge access being a One World Emerald member via American unfortunately makes me forgive AA bad behavior. Management probably knows this too.
That is so funny… I worked three flights yesterday and I said hello to every single person and only half of them responded back with anything. I make it my goal to say hello to each person that gets on my plane just to see if I can get them to respond. So maybe I’ll have you on my plane one day… And I’ll greet you with a great big hello. I’m sorry that that happened to you. Have a wonderful rest of your day and happy Mother’s Day. 
Nothing to do with " communication from management or all other b.s.
Greeting passengers at the door is hospitality 101.
Im a flight attendant for a foreign airline, and AA f/a dont realize how good they have it.
No appreciation at all.No mattee what i feel or hear from my mgmnt, i will always greet my passengers with a big smile.They paid for flying, they pay my salary.I respect them and my job.
My favorite thing to say to flight attendants who do not say hi is “welcome to this American flight.” Edit as appropriate. Meant to be sincerely friendly.
I'd accept a 'hiya' or a 'top of the mornin' or... any other greeting, or no greeting at all.
There are some—certainly not all or even most—people working in FA roles who deeply resent it. The barrier to enter the profession is somewhat high, and the inputs/commitment to reach senior level status are long. That's the job they signed up to do, though. That said, it's a pretty good job to have. In that context, a smile isn't such a heavy lift.
The problem at AA is 90% the flight attendants. If they provided better service, management would have a much easier time turning the airline around and getting customers to pay a premium for AA.
They need to fire them all and start over - simply hiring bright and attractive young people to replace the current staff would save on staff costs and massively improve NPS!
What a gross generalization of 28k people.
I don’t agree with your report. It is inaccurate. I am consistently greeted by AA flight attendants.
I've frequently been ignored (lately) by UA and DL FAs, too.
His report is on his direct experiences with the airline. How can that be 'inaccurate'? Disagreeing is one thing, but basically saying he is lying is another thing completely. And frankly, I completely agree with him. There are a lot of bad apples in the AA basket of customer-facing employees. Of course there are great ones, too.
Are we are running out of things to write about?
US Airways had no Customer Service Plan and now American Airlines has none. I worked 40 years at the REAL AMERICAN AIRLINES as a flight attendant and the importance of the customer was always primary. The changes that they are making is like putting lipstick on a pig. They will have no effect on customer perception. I feel like they are intentionally driving the company into the ground and eventually out of business.
They...
US Airways had no Customer Service Plan and now American Airlines has none. I worked 40 years at the REAL AMERICAN AIRLINES as a flight attendant and the importance of the customer was always primary. The changes that they are making is like putting lipstick on a pig. They will have no effect on customer perception. I feel like they are intentionally driving the company into the ground and eventually out of business.
They have taken a once proud airline and destroyed it.
Parker was the downfall of the “Real American Airlines”. His should have been fired before he destroyed a once a great airline. The good news Parker is gone.
Greeting goes both ways and doesnt always have to be verbal. After working flight after flight and speaking to several people without even being acknowledged is extremely frustrating and eventually weighs. Majority of the time passengers don’t acknowledge even being greeted or their response is immediately something pertaining to “do you have a trash can” , “how long is the flight” , or not being acknowledged at all. This entire article is about your experience...
Greeting goes both ways and doesnt always have to be verbal. After working flight after flight and speaking to several people without even being acknowledged is extremely frustrating and eventually weighs. Majority of the time passengers don’t acknowledge even being greeted or their response is immediately something pertaining to “do you have a trash can” , “how long is the flight” , or not being acknowledged at all. This entire article is about your experience and how you have to speak first before being acknowledged but not once did you consider that the flight attendants are dealing with rudeness and not being acknowledged majority of the time.
So the solution for flight attendants is to preemptively ignore passengers.
What about the passengers who will answer?
So all customer behavior will be mirrored my flight attendants? What an unusual idea, to blame customers for rude flight attendant behavior.
I thought the rude behavior and lack of service was only while waiting for the new contract (not that it was ok then either).
Flight attendants at international carriers deal with rude customers too.
I run a business. I make it a point that all my employees are very nice and friendly to our customers (who pay our salaries). This includes greeting our customers and partners and being genuinely interested in helping them. Sometimes, customers don't respond in kind and sometimes customers are rude. But that will never cause us to be rude in kind.
As a retired flight attendant from American Airlines I can not believe all 20 some thousand of AA flight attendants are not greeting passengers. I’m sure it happens like when all the employees of Kroger, Macy’s, my dentist and doctors office, that unfriendly bank manager who handles my family money don’t run to say hello to me. And to the obviously perfect gentleman that commented on overweight union workers, according to your user name you...
As a retired flight attendant from American Airlines I can not believe all 20 some thousand of AA flight attendants are not greeting passengers. I’m sure it happens like when all the employees of Kroger, Macy’s, my dentist and doctors office, that unfriendly bank manager who handles my family money don’t run to say hello to me. And to the obviously perfect gentleman that commented on overweight union workers, according to your user name you are fine with an overweight, rude politician so quiet piggy!
@Chargirl, I may have flown with you on one of my many AA flights between 2000 and 2016. If so, I'm sure it was a pleasant experience for me and for you, with respectful customers.
I agree with others that this is a nuanced issue. Flight attendants and passengers absolutely can exchange friendly greetings, and I've seen it happen often. And yes, management plays a real role in setting the tone for what behavior gets...
@Chargirl, I may have flown with you on one of my many AA flights between 2000 and 2016. If so, I'm sure it was a pleasant experience for me and for you, with respectful customers.
I agree with others that this is a nuanced issue. Flight attendants and passengers absolutely can exchange friendly greetings, and I've seen it happen often. And yes, management plays a real role in setting the tone for what behavior gets tolerated, so part of the responsibility does start at the top.
That said, frontline staff, particularly those advocating for better working conditions and benefits, have an opportunity to say, "positive change starts with us, too." The same goes for customers. We all share in shaping the experience.
As a flight attendant I cannot argue with the basic premise. A greeting, setting the tone, is a pretty basic gesture. I do feel it rolls down hill. Management doesn’t treat the front line well. And that flows to the passengers. It’s not right. But that explains it.
I’d also love to see a blog culture devoted to critiquing the job performance, smiles, and appearance of white collar male jobs.
There is NO DOUBT a top down leadership problem. The only people held to account are front line staff, and often we are pitted against one another for who will take the blame for a problem created by middle/upper management. The overwhelming strategy is to keep your head down, do your job, and go home. There’s no incentive to be good, only punishment when you pop up on radar.
All that being said, we...
There is NO DOUBT a top down leadership problem. The only people held to account are front line staff, and often we are pitted against one another for who will take the blame for a problem created by middle/upper management. The overwhelming strategy is to keep your head down, do your job, and go home. There’s no incentive to be good, only punishment when you pop up on radar.
All that being said, we have some truly miserable coworkers and they are just as bad to work with as you’d imagine. Transactional, sloppy, and sometimes downright hostile. Will a change in the C-Suite change the bottom of the barrel? No. But it can give the rest of us the chance to become the rule, rather than the exception.
I 100% agree with this. I recently worked with another FA who refused to even say hi back when the PASSENGERS greeted him.
I had to do PDBs, greet, do coats, set up catering, and coordinate with pilots and ground crew all by myself while he stood there refusing to even say hello to people back.
There’s absolutely nothing we can do about it and it’s super frustrating.
AA crew are overpaid for the job and skill level. Compare to how much crew around the world are paid. Management treats AA staff too well when they should be replaced with younger staff - just a fraction of the savings would go a long way to adding in some soft product for premium passengers.
Sorry but I can’t tell you how awful most of the Gen Z FA’s I work with are. AirPods in, rude, combative, lazy. The best FA’s I work with are 40+ years.
That’s coming from someone who is mid 30’s, flying for 10 years.
You want young FA’s to look at, but I promise you their service is infinitely worse.
My favorites are the FAs who can't bother to speak (even after I say hello) or offer PDBs, but have plenty of time to text and complain to their co-workers. These FAs should be reprimanded or fired. Correcting this behavior should be a zero-cost improvement that goes a long way.
Thanks for calling this out, Ben.
I fly a lot of the "big three" (ExecPlat on AA, 1K on United, Silver on Delta), and one of the things that distinguishes AA (in a bad way) is the inconsistent service culture among frontline team members, in comparison with UA and DL.
On both UA and DL, a FA who welcomes you to the plane is near-standard. (I think UA's continuation of handing out sanitary wipes, kids'...
Thanks for calling this out, Ben.
I fly a lot of the "big three" (ExecPlat on AA, 1K on United, Silver on Delta), and one of the things that distinguishes AA (in a bad way) is the inconsistent service culture among frontline team members, in comparison with UA and DL.
On both UA and DL, a FA who welcomes you to the plane is near-standard. (I think UA's continuation of handing out sanitary wipes, kids' kits, and headphones as you board is a process touch that has helped with this.). On AA, as you point out, it's variable--and, I find, more often NOT the case.
I would additional observe that the service inconsistency applies to gate agents. On DL, gate agents routinely look me in the eye, say hello, wish me a pleasant flight, or even specifically acknowledge status. On UA, name use is rare, but GAs are at least generally pleasant--i.e., looking me in the eye, etc. On AA, the norm is for the gate agent to be staring at the monitor and saying nothing.
Service culture takes time to build, and it seems that it has not been an emphasis at AA. I am curious if that will change given the recent pivot to "premium;" I've seen some signs of this, especially on flights out of ORD, where FAs have been, more recently, diligent about recognizing status on-board, etc. (one even presented me a handwritten note, a really nice surprise gesture).
I actually don't think the issue is "lazy FAs," etc., as some claim. Certainly AA's service culture needs work, and there are times where you can sense that AA's team members are (understandably) frustrated with management. But I think the bigger issue, beyond emphasizing and training for service culture, is processes and operations. For example: one reason AA's FAs are less consistent about saying hello as you board is that they more often than on competitors seem to be dealing with late or missing catering. Also, I think AA has fewer hardwired processes for service (e.g., UA's hardwired process of handing out the sanitary wipes as you board is a process that forces an FA to do that job as people board--and the reality is most FAs do it well, since bad eggs are actually rare).
Totally agree on the United point. I really think their continuation of the hand wipes as part of the boarding process has made the FA greeting more consistent than it used to be - whereas previously it was more dependent on individual FA's.
There is a broader value to the greeting though. I've seen situations where customers came onboard in a bad mood where the positive FA interaction served to deescalate tension, which can...
Totally agree on the United point. I really think their continuation of the hand wipes as part of the boarding process has made the FA greeting more consistent than it used to be - whereas previously it was more dependent on individual FA's.
There is a broader value to the greeting though. I've seen situations where customers came onboard in a bad mood where the positive FA interaction served to deescalate tension, which can potentially help avoid issues in the air if that passenger would have continued to get angrier. Doesn't always works but can have a positive impact.
Totally agree on the United point. I really think their continuation of the hand wipes as part of the boarding process has made the FA greeting more consistent than it used to be - whereas previously it was more dependent on individual FA's.
There is a broader value to the greeting though. I've seen situations where customers came onboard in a bad mood where the positive FA interaction served to deescalate tension, which can...
Totally agree on the United point. I really think their continuation of the hand wipes as part of the boarding process has made the FA greeting more consistent than it used to be - whereas previously it was more dependent on individual FA's.
There is a broader value to the greeting though. I've seen situations where customers came onboard in a bad mood where the positive FA interaction served to deescalate tension, which can potentially help avoid issues in the air if that passenger would have continued to get angrier. Doesn't always works but can have a positive impact.
You have a great point.
I retired 10 months ago from A^A and always made a point of greeting , no matter if some customers didnt respond or even give eye contact. A
Same with deplaning, I always made an effort to say thank you or appreciate the business and good bye.
Even in a grocery store , when the cashier says hello amd thank you, it means a big difference to...
You have a great point.
I retired 10 months ago from A^A and always made a point of greeting , no matter if some customers didnt respond or even give eye contact. A
Same with deplaning, I always made an effort to say thank you or appreciate the business and good bye.
Even in a grocery store , when the cashier says hello amd thank you, it means a big difference to the overall experience.
Whether it immaturity, age, lack of training, it matters, when you spend money of any amount, it sets the tone with a greeting , an acknowledgement..a little some said goes a long way
I bet the author of this title is the same one when he is greeted, he won’t even acknowledge the FA. If you hate AA so much why do you fly them as much as you do?
When FAs speak, often the pax say ABSOLUTELY NOTHING! I agree that FAs should speak. Often, we are bombarded with making pre departures, counting and ensuring meals are onboard, closing the door on time. It is VERY busy during boarding, but you SHOULD be greeted.
As a FA myself, I find FAs like this appalling and deeply unpleasant to work with. I think just decent manners would compel one to be kind and to do their job well. To have to be told by management to do something so basic is sad.
I agree. But i think it speaks of our American culture as a whole. We are too busy talking on the phone or listening to earbuds to acknowledge each other. Hardly anyone talks to each other or reads. They'd rather watch TikTok or YouTube. As a Flight Attendant I fly premium cabin on international flights. I can say hello in 4 languages. And yet half of the passengers ignore me, crawl around me bags and...
I agree. But i think it speaks of our American culture as a whole. We are too busy talking on the phone or listening to earbuds to acknowledge each other. Hardly anyone talks to each other or reads. They'd rather watch TikTok or YouTube. As a Flight Attendant I fly premium cabin on international flights. I can say hello in 4 languages. And yet half of the passengers ignore me, crawl around me bags and all to get down the aisle, knock into me without an excuse me, ask me to lift their bags which are bigger and heavier than i am, and pout like a baby when they don't get a meal choice because they didn't take the time to read the 4 emails they received asking them to do so. It's exhausting! The American flying public is rude. While I'm not making excuses for FAs who dont make an effort to greet their passengers, I find it is a cultural norm amongst passengers and flight crew alike.
And yet I find that out or at least 100 pax that I greet only about 40% actually look at me and say hello. It goes both ways. ♀️
No, it doesn't go both ways. One is paid to provide customer service. The other is the customer who paid to receive the service.
Flight Attendants do say hello, but I'll tell you what's rude is when Flight Attendants do say Good Morning, Good Afternoon or Good Evening and the customers don't acknowledge them back. So, instead of you always focusing on Flight Attendants focus on the behavior of some of the customers that fly with their rude behavior and entitlement.
You are being a giant baby.
The Rot starts at the top. Bob Isom has got to go! Parker was so gung ho DEI, that he tried to out DEI Kirby. Before I left I saw a flight attendant recruiting team. It consisted of a non-binary African American, A binary morbidly obese African American, a gay hispanic male, A caucasian transsexual and an overweight butch lesbian.
Beyond you clearly remembering their physical attributes, do you recall if they did their jobs well and cared about customers?
Thanks to overly zealous unions, FAs in the US are overly entitled, lazy, and outright awful.
Entitled? Projection is so funny.
Not true. I always say hello and welcome everyone on board. Out of 170 pax only about 10 usually say hello back. The ones that need to be more educated are the passengers. A lot pax come on board mad, angry and they take it on the fa by not saying hello back and giving dirty looks.
I love learning things about flights attendants from articles like this written by people who fly a few times a year. I am an American flight attendant and I fly more than enough with 1000’s of different people and we all greet the passengers. Are there times when certain duties are being performed FOR YOUR SAFETY OR COMFORT where we miss a person or two, but it is most certainly not the standard.
Ben flies a lot more than a “few times a year.”
Ehh…
On one hand,
Let’s start here: why do humans need such presentries to feel great about their day? Shouldn’t feeling good come from within? Do you NEED a hello every time? Seems a bit like indoctrinated or assimilated maybe.
It’s a service. You get the onboard, go from point a to point b. And mind your business. The payment is for transportation. That’s how I see it… I don’t need hellos or...
Ehh…
On one hand,
Let’s start here: why do humans need such presentries to feel great about their day? Shouldn’t feeling good come from within? Do you NEED a hello every time? Seems a bit like indoctrinated or assimilated maybe.
It’s a service. You get the onboard, go from point a to point b. And mind your business. The payment is for transportation. That’s how I see it… I don’t need hellos or an exchange of fake politeness … if it happens organically than sure … I’m all for chatting it up real quick, but I don’t need it. Same with restaurants… just give me good food and leave me alone. I don’t need you checking on me every 5 minutes. If I need more water or drink or anything, I’ll signal.
Some/ many people just be needing too much. Very privileged spoiled entitled behavior.
On the other hand:
We as passengers don’t know the environment any workers have. Their management team may be horrible to them OR other passengers, and they have no one standing up FOR THEM. They have to endure a lot and no the abuse is NOT THEIR JOB. stop saying that … so.. we have no idea what they are going through.
Even tho it was three flights for you, YOU have no idea how many flights that’s been for each of those crews and what they may have been going through.
In a world of big issues, humans find something small to complain about.
90% of my day is spent wondering how some other department's screw up is going to wind up with me getting hauled into the office to explain myself and receive punishment points. It's a horribly toxic atmosphere at AA where all FAs literally just try to do the least to stay off anyone's radar. We get no positive recognition, no thanks from management, and constantly have to be on the defense. That initial greeting?... Sorry...
90% of my day is spent wondering how some other department's screw up is going to wind up with me getting hauled into the office to explain myself and receive punishment points. It's a horribly toxic atmosphere at AA where all FAs literally just try to do the least to stay off anyone's radar. We get no positive recognition, no thanks from management, and constantly have to be on the defense. That initial greeting?... Sorry but if I'm missing the cheese plate for 4A, or don't have all my Woodford to give everyone a double, or run out of overhead bin soace and don't write a note in my tablet to the gate agent fast enough... I'm getting in trouble. I love my job and most of my time is spent protecting it.
It depends. They might be trying to catering straighten out, particularly if it comes late. That helps/encourages them to do pre departure beverages.
Second, boarding is hectic. Yesterday at MIA on a flight to JFK CK got called with PreBoards. Of course, we get down to the end of the jet bridge and there's all kind of drama because the preboarders are totally lost as how to walk onto an airplane. The wheelchair people are...
It depends. They might be trying to catering straighten out, particularly if it comes late. That helps/encourages them to do pre departure beverages.
Second, boarding is hectic. Yesterday at MIA on a flight to JFK CK got called with PreBoards. Of course, we get down to the end of the jet bridge and there's all kind of drama because the preboarders are totally lost as how to walk onto an airplane. The wheelchair people are dumping the passengers at the door and the passengers are screaming bloody murder they need to be taken to their seat, which they have no idea of where that might be.
"Where is my seat!?"
I'm guessing if you turn right and go a short distance, you'll find it.
In the American egalitarian culture, employees think they're better than the customer and they shouldn't have to do anything they don't feel like doing. Also, Americans (i.e. typical employees in the USA) being paid pretty well, they don't have to care or think that their behavior influences whether they're likely to continue to have a job or get a paycheck or not.
Most of my commercial air travel is international and I see this more generally as the worst airlines in the world are the US ones and of those the worst is American. Always, always choose a foreign airline when possible. The planes are cleaner, the staff are friendlier and less stressed, and the amenities, even in coach, are noticeably better. I've mentioned this to many friends, family members and co-workers and they've come back to...
Most of my commercial air travel is international and I see this more generally as the worst airlines in the world are the US ones and of those the worst is American. Always, always choose a foreign airline when possible. The planes are cleaner, the staff are friendlier and less stressed, and the amenities, even in coach, are noticeably better. I've mentioned this to many friends, family members and co-workers and they've come back to me reporting that their experiences with foreign airlines was shockingly better than US carriers. None of the things that make the experience better cost a lot of money, or in many cases any money at all to the airline. It almost seems that US carriers intentionally want to make travel (especially coach where most non-executive business travel is stuck) as miserable as possible while foreign airlines still want to make every customer feel cared for and special. Until this attitude changes I won't feel much sympathy for struggling US carriers.
It’s giving broke my guy.
100% agree. Even though I give AA a lot of latitude on their domestic service, I’m with you on int’l itineraries. I’m retired and all trips are discretionary and paid for with $$$. I would never fly an American carrier (UA/AA/DL) to Europe or Asia. An international airline, even if it’s with a connection, is much more likely to be the much more pleasant experience.
The flight attendants are not being paid their full hourly wage during boarding. The FAA doesn't mandate the use of hello. Their job is for your safety.
As a FA myself, I’m tired of this response. Yes, primarily safety…and customer service.
Lol did you see the one where the AA crew didn't intervene when a deranged woman attacked an elderly man?
Don't tell me your job is safety unless you're actually going to put your body on the line for safety.
There are 3 possible reasons why American FA's don't say hello:
1. Too difficult of a word to say. If it's over one syllable, it's too long.
2. It's not in their current union contract as a requirement to say hello. Contracted duties ONLY.
3. They are not yet tipped employees. When the next union contract is negotiated, there will be an Ipad passed around the economy cabin soliciting tips and credit card...
There are 3 possible reasons why American FA's don't say hello:
1. Too difficult of a word to say. If it's over one syllable, it's too long.
2. It's not in their current union contract as a requirement to say hello. Contracted duties ONLY.
3. They are not yet tipped employees. When the next union contract is negotiated, there will be an Ipad passed around the economy cabin soliciting tips and credit card sign up's. Tips will be included for first class basic fares.
In all seriousness, this isn't an American Airlines culture issue. It's a human issue that someone can't be bothered to say hello to another human who enters their place of business.
Fully agree.... it is a HUMAN issue ... and in today's day and age CIVILITY has gone out the window. Pity.
As a flight attendant, saying hello during boarding is the absolute basic courtesy. I couldn’t imagine not having someone at the door greeting passengers. The fact that this is common at American Airlines is baffling...
My experience is quite different. Helpful call center folks at the XPlat end of things, little handwritten welcome notes on commuter jets, oddly priority drinks service on all-economy segments. Color me impressed. I definitely notice improvements.
Are we really wondering why a bunch of overweight, unionized women seem unfriendly and provide poor service?
Are we really wondering why a bunch of overweight, unionized women seem unfriendly and provide poor service?
"Broken American Airlines culture, under the current leadership." You said it correctly........nothing will change until a change of leadership happens.
I don't think this is a top - down issue, but rather a bottom - up one. Leadership can mandate "hellos" and we'll get one through gritted teeth. Not much of a win. If there's going to be change on an issue like this it will start with respected front line workers setting the example and bucking the present culture. As was said earlier in this string, it's a human issue.
It's a shit airline but you keep flying them. So you're part of the problem.
End of story
This way they will never learn
It's often the case that you don't have choice because of where you live.
Or you don't have a choice because of your company's travel policy.
It's not just the flight attendants. In the "priority" check-in line at DCA I have been met with verbal assaults just by walking up to it. I always respond back.. "good morning, how are you today." Many of the gate agents are downright hostile. On the one hand, I appreciate that American is now trying to enforce priority check-in rules... but yelling at your top customers isn't the way of going about it.
I travel mostly out of DCA, and my experience is the same. Could be a DC issue, not AA generally.
Agreed! It also takes so much of the edge off for passengers to see smiles and receive greetings from flight attendants with pleasant background music. The Middle Eastern, Asian and even Ethiopian (with the best boarding music ever) are all so pleasant and makes everything so much more relaxing during the most stressful time for traveling (boarding).
Q: Why is it "stressful" ? ... A: Because pax sneak on multiple carryon bags .
Because not everyone who travels reads onemile all day long like we do..and that is okay. People have tight connections, are nervous about flying, etc.
What point are you trying to make?
Weird take, maybe why some of the flight attendants have disdain for the flying public. Perhaps the passenger is stressed to reach a dying relative, or a meeting where they might be fired, or getting to a wedding on time, etc. Everyone has a story - some are stressed, some are happy and some are in between. A simple hello can change a person's mood Instantaneously.
The cannot say "Hello" because one-syllable words are too advanced for people who grunt .
The willingness and ability to be polite (reciprocally) is one of the things that separates the first world from the third world.
The mantle of civilization are gained and lost on how you behave.
Just got off AA flight to Milan from JFK and after having a 21 hour delay due to a mechanical and not one AA employee ever apologized or acknowledged that we were inconvenienced. Broken culture and no interest in showing the minimum of courtesy. Shame
Make sure you claim EU261!
If the current management is defined as the execs in charge now, the problem is not with them.
It goes all the way back to the takeover of AA by USAirways and the low cost carrier mindset that was engraved in AA employee minds right alongside heightened labor-mgmt confrontation.
UA managed to create a customer-friendly culture again and AA can too but it won't be fast and it will have cost the company billions in revenue
It goes back even further than that, Tim. AA's FA union used the unauthorized job action "CHAOS" (creating havoc around or network) as far back in 1993. Rather than a declared strike, a percentage of cabin crews would simply not show up for a flight, and give no preceeding notice. Pax didn't know whether their flight was cancelled until boarding time and neither they nor the airline had a head start on making alternative plans....
It goes back even further than that, Tim. AA's FA union used the unauthorized job action "CHAOS" (creating havoc around or network) as far back in 1993. Rather than a declared strike, a percentage of cabin crews would simply not show up for a flight, and give no preceeding notice. Pax didn't know whether their flight was cancelled until boarding time and neither they nor the airline had a head start on making alternative plans. Essentially, the FAs were holding the pax hostage.
Mark F, you’re talking about the wrong airline. I believe that was UAL.
Alaska Airlines was the first airline that I can find that used this tactic (according to the AFA-CWA), but it quickly spread. I experienced it with AA in DFW in the mid 1990's. The FA union at PSA, a wholely owned subsidery of AA, threatened to use it as recently as 2024. And that's despite court rulings that it is an illegal job action.
That’s the result of the company refusing to negotiate in good faith. FAs simply can’t declare a strike without the US Presidents approval.
If the union wants to strike, then announce when you're going to do it and follow through. Yes, there will be consequences. However, it's cruel to passengers to do it without specific warning and on a small enough percentage of flights that pax have hope that their flight won't be affected. My experience with CHAOS and police sick-outs decades ago forever changed my attitude toward unions. It's not the pax (or the students, etc) who are negotiating in bad faith.
Actually, Mark, AA never used CHAOS. We went out on strike for 5 days in November 1993. It was well advertised quite some time before so passengers had plenty of time to make alternative plans.
You must be thinking of another airline.